Genesys Cloud FedRAMP region release notes

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See what’s new in Genesys Cloud FedRAMP region

View current and past releases below. Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.

For a preview of Genesys Cloud’s next release, see FedRAMP region – Features coming soon. For other upcoming features, see Platform announcements.

Genesys Cloud FedRAMP region – July 8, 2024 New

Data, analytics, and reporting

  • Real-time alerting based on agent’s after call work duration
  • Real-time alerting for waiting interactions
  • Configure rules for any user within a work team
  • Topic miner German, Italian, and Portuguese language support

Open platform

  • Dynamic documentation and trigger enablement for the Operational Console
  • Enable automatic capture of console logs for troubleshooting

Workforce engagement

  • Trade alternative shifts for enhanced workforce management shift management

Deprecations

  • Deprecation: Legacy historical adherence query route

Platform

  • Japanese translation of the Export report

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Genesys Cloud FedRAMP region – July 1, 2024

Customer engagement

  • Limit agent actions during co-browse sessions

Data, analytics, and reporting

  • Trigger alerts based on the number of agents currently in queue
  • Create in-app toast notification alert rule.
  • Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
  • Architect supported languages user interface enhancements
  • Collapsible card interface in Architect actions

Workforce engagement

  • Improved native voice transcription accuracy for Dutch

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Genesys Cloud FedRAMP region – June 24, 2024

Data, analytics, and reporting

  • View speech and text analytics data for a year at a time

Customer engagement

  • Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

  • Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

  • HELD (HTTP Enabled Location Delivery) for E911 Location Information
  • Introducing the Nuance Recognizer as a Service integration

Workforce engagement

  • Interaction recording download tracking in audit trail

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Genesys Cloud FedRAMP region – June 17, 2024

Customer engagement

  • Automatically save wrap-up codes for improved call handling
  • Enhanced dynamic filtering for real-time adjustments in campaigns
  • Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

  • Alerting improvements
  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Enhanced dictionary management

Employee productivity

  • Enhanced privacy controls for ad hoc recordings
  • Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

View details